This documentation supports the 9.0 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Reassigning the problem investigation

If you determine that the problem investigation was not adequate, disagree with the need for Change Management, or if Change Management rejects the known error, you reassign the problem investigation for further analysis.

You begin the reassignment process by explaining, using a work information note on the Work Detail tab (Work Info tab when using the Classic view), why the investigation is being reassigned. You then decide which specialist can perform a better analysis based on skill level, availability, and access rights. After determining the most appropriate specialist, reassign the problem investigation. You can assign the investigation to either the original specialist or to another specialist.

You can reassign an investigation to either an individual or a support group. Use the quick actions in the Navigation pane to reassign an investigation to yourself (Assign to Me) or to reassign an investigation based on automatic routing (Auto Assign).

To reassign an investigation

  1. Open the relevant problem investigation as described in Viewing problem investigations.
  2. To assign the investigation to yourself, in the Navigation pane, choose one of the following actions:
    • Quick Actions (Quick Links in the Classic view) > Assign to Me
    • Quick Actions (Quick Links in the Classic view) > Auto Assign
      Auto Assign uses the automatic routing to assign the investigation based on predefined system mapping. Automated assignment can be based on the problem location, operational categorization, or product categorization.
  3. To reassign the investigation to someone else, perform the following actions:
    • (Best Practice view)
      1. Select a new assignee from the Assignee list.
      2. To change the assigned group, select a new assigned group from the Assigned Group list.
      3. Select a new assignee from the Assignee list.
    • (Classic view)
      1. Click the Assignment tab.
      2. Reassign the investigation with one of the following options:
        • Select the assigned group.
        • After selecting an assigned group, select the assignee.
        • Select an option from the Set Assignment list.

          The following table describes the Set Assignment options for the Problem Assignee area of the Assignment tab:

          Assignment options

          Description

          My Default Group

          Assigns the investigation to you and your default support group

          My Group List

          Opens a list of all groups to which you belong. Select the appropriate group from this list.

          Favorite Groups

          Lists the typical groups to which your support group assigns investigations

          Auto Assign

          The same as the Auto Assign link in the Navigation pane, this option assigns the investigation based on predefined system mapping.

  4. Click Save.
Was this page helpful? Yes No Submitting... Thank you

Comments